What factors are contributing to the sudden 30% increase in customer support tickets related to SHL's Verify Interactive platform this month?

Introduction

The sudden 30% increase in customer support tickets related to SHL's Verify Interactive platform this month is a critical issue that demands immediate attention and a thorough root cause analysis. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the underlying factors contributing to this spike in support requests.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent platform update. Has there been any significant change or feature release in the past month?

Why it matters: Recent changes often correlate with support ticket increases. Expected answer: Yes, a new feature was released two weeks ago. Impact on approach: If confirmed, we'd focus on the new feature's implementation and user experience.

• Considering user segments, I'm wondering if this increase is uniform across all user types. Are we seeing a disproportionate increase from any particular user group?

Why it matters: Identifying affected segments helps narrow down potential causes. Expected answer: Enterprise users are reporting more issues than other segments. Impact on approach: We'd investigate enterprise-specific features or use cases.

• Given the scale of the increase, I'm curious about the nature of these tickets. What are the top 3 categories of issues being reported?

Why it matters: Understanding the types of issues helps prioritize our investigation. Expected answer: Login problems, data synchronization issues, and report generation errors. Impact on approach: We'd focus on these specific areas in our technical and user experience analysis.

• Thinking about external factors, has there been any change in how we're measuring or categorizing support tickets?

Why it matters: Ensures we're comparing apples to apples in our metrics. Expected answer: No changes in measurement or categorization. Impact on approach: Confirms the increase is real and not a result of changed metrics.